ABOUT ORION CORDAGE

For 150 years, Orion Cordage has serviced some of the largest consumers and distributors of cordage in North America, covering virtually every industry. We are a value-driven company with a rich heritage of domestic manufacturing. The fact we are renowned for our high-quality products is testament to the people who make up our dynamic team.

SKILLS AND QUALIFICATIONS

· High school diploma or equivalent; some college coursework or degree preferred
· Minimum of 2 years of customer service experience, preferably in a fast-paced office environment
· Strong computer skills, including proficiency in Microsoft Office (MS Outlook, Excel, Word, PowerPoint) and experience with customer relationship management (CRM) software
· Excellent communication skills, both written and verbal
· Strong organizational and multitasking skills
· Proven ability to work independently and in a team environment
· Strong problem-solving skills and ability to think creatively to resolve customer issues
· Ability to remain calm and professional in high-stress situations

JOB PURPOSE

The Customer Service Representative (CSR) is responsible for managing customer accounts and interacting with customers by providing information about the company’s products, processing orders, handling billing and account inquiries and other customer service-related duties. The CSR’s main objective is to ensure customer satisfaction and build positive relationships with customers.

DUTIES AND RESPONSIBILITIES

· Manage customer accounts, including updating customer information and resolving account issues
· Accurately enter and process customer orders in a timely manner
· Manage order fulfillment, including coordinating with shipping and warehouse to ensure timely deliveries
· Communicate with customers regarding order status, shipping updates, and any issues or concerns
· Provide exceptional customer service and maintain a positive, professional demeanor in all customer interactions
· Support the sales team by pulling historical sales data from the ERP and doing light analysis using Excel
· Monitor shipping schedules to ensure on-time delivery of orders
· Work collaboratively with internal departments, including sales, shipping, and accounting, to ensure customer satisfaction
· Maintain accurate records of customer interactions and transactions in our database
· Continuously identify opportunities to improve processes and procedures to enhance the customer experience
· Other related duties as required